Senior Manager, Customer Success

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity

FourKites is looking for an extraordinary people leader who is customer obsessed and believes in our core values of one team, bias for action, attitude matters and extreme ownership. 

As the Senior Manager of Customer Success, you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience.  The team is responsible for guiding customers through their visibility journey and managing a book of customers. Key metrics include Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth. Your team will work heavily with Sales, Operations, Product and Leadership. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth.

What you’ll be doing:

• Development and manage a team of Customer Success Managers
• Build and cultivate relationships with customer executives and champions of strategic accounts and serve as an escalation point for client conflict resolution as necessary
• Partner with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
• Provide direction, coaching and feedback to CSMs around day-to-day execution of CS Playbooks
• Detailed management routines around account planning, business objectives, risk mitigation, and customer expansion
• Understand and mitigate account risk and escalate to dependent functions as necessary
• Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities
• Hire, onboard, and develop team members to progress their career at FourKites
• Contribute and lead a culture of customer success
• Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectations
• Approximately 25% travel for client site visits 

About the team:

The FourKites Customer Success Team owns the overall customer relationship.  The team’s goal is to provide our customers the best experience and business consultancy.  We provide best practices and thought leadership to help our customers recognize business value and prove ROI.  Our goal is to be viewed as trusted partners and to create raving fans that want to continuously further their partnership with FourKites.

Who you are:

• Manage and influence behavior through persuasion, negotiation, and consensus building
• Understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Experience in a SaaS company or tech startup
• Bachelor's degree or equivalent experience, MBA a plus
• Enthusiastic and creative leader with the ability to inspire others
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills

Preferred

• 10+ years’ experience in an account management, consulting or customer success
• 3+ years of directly managing customer-facing teams
• Experience directly or indirectly working with freight management and supply chain

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Who we are:

FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower® breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office. 

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Benefits:

• Medical, Dental & Vision benefits start on first day of employment
• Health Savings Account employer contribution
• Medical and Dependent Care FSA
• Supplemental insurance for Accident and Critical Illness expense reimbursement
• Dedicated resources for family planning, 1:1 support for new parents, access to child care and welfare networks, fertility, LGBTQIA+ inclusive, behavioral and psychological health 
• 401k Retirement savings employer match
• Bonus and incentive compensation as well as employee stock option program
• Employer paid life insurance and short term disability insurance
• 20 PTO days, 5 recharge days, 2 volunteer days 
• Up to 16 weeks of parental leave for birthing parents, fully paid
• Up to 12 weeks of parental leave for non-birthing parents (8 weeks paid, 4 weeks unpaid)
• Technology reimbursement
• Commuter benefits for in office employees (Chicago)
• Annual Wellness Stipend 
• Ongoing learning & development opportunities